[rt-users] Help with RT permissions

[Kenneth Crocker]

Tom,


	Try this:

	Privileged; CreateSavedSearch, EditSavedSearch, LoadSavedSearch, 
ModifySelf, ShowSavedSearch, SeeQueue, ReplyToTicket.

	Owner: CommentOnTicket, CreateTicket, ModifyCustomField, ModifyTicket, 
SeeCustomField, ShowOutgoingEmail, ShowTicket, ShowTicketComments, 
TakeTicket (maybe StealTIcket if you want to allow that).

	Requestor: SeeCustomField, ShowOutgoingEmail, ShowTicket, 
ShowTicketComments (maybe*).

	We usually put most of the Owners' rights in a support group (of which 
the owner is in) and set aside ModifyTicket for the owner only. But we 
have over 150 queues and many, many support groups so we don't want a 
lot of "global" rights out there waiting to be abused. We grant most of 
the rights to groups.
	What I gave you will allow ANY Privileged user to see all queues and 
create/edit/save queries on any queue/ticket they have the "ShowTicket" 
right to. The Owner will be able to do all that PLUS he can modify all 
parts of the ticket (the ability to modify a custom field is NOT 
included in the "ModifyTIcket" right). Requestors will be able to see 
ALL parts of a ticket ("ShowTicket" right does NOT include the 
"ShowOutgoingEmail" or "ShowCustomField" or "ShowCOmments" rights).

	Hope this helps.


Kenn
LBNL

On 6/5/2008 5:16 PM, Tom Smith wrote:
> Hi All,
> 
> I'm trying to configure permissions in RT so that everyone can see  
> every queue but only see those tickets that they are listed as  
> Requestor or Owner on.
> 
> If I assign the rights SeeQueue and ShowTicket to Privileged, they  
> can see every queue and every ticket on the system. If I assign these  
> same rights to Requestor (and remove them from Privileged), they  
> can't see any of the queues and can see their tickets only if they  
> search for them.
> 
> Ideally, I'd like everyone to be able to see every queue listed in  
> the "Quick search" section of "RT at a glance" but only be able to  
> see tickets that they Own or Requested.
> 
> Can anyone offer any help for achieving this?
> 
> ~ Tom
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>